Application Support Analyst

Job Description

What You Will Do

• Provide Level 2 and Level 3 application and systems support for Roadside and Travel applications and their integration points
• Troubleshoot and resolve incidents through the ticketing system, ensuring timely and effective business support
• Support systems used for Travel bookings, reservations, fulfillment, and partner integrations, as well as Roadside service platforms
• Test, validate, and deploy enhancements, configuration changes, and fixes as requested by the business and vendors
• Create and update documentation for new and existing applications, processes, and support procedures
• Perform ongoing system maintenance and monitoring in adherence to service level agreements
• Collaborate with business users, IT teams, and external vendors to resolve issues and maintain integrations
• Work independently while continuously learning and exploring new technologies
• Identify and implement solutions to improve system stability and operational efficiency
• Ensure escalation procedures are followed and document all exceptions within your authority
• Participate in on-call support during evenings, weekends, or after hours as part of a shared support rotation

Who You Are

• Post-secondary education in Information Technology or a related field
• 3+ years of hands-on experience in application or production support roles
• Experience supporting Roadside, Travel, CRM, or reservation-based systems; industry knowledge is an asset
• Hands‑on experience supporting Java applications in containerized platforms such as OpenShift (Kubernetes), with experience troubleshooting Linux‑based workloads and SQL‑backed applications
• Familiarity with Microsoft Server (2012/2016/2019) and Windows 11
• Familiarity with PowerBI / BI report building
• Experience with monitoring and support tools such as Pingdom, Dynatrace, SCOM, and Twilio is an asset
• Understanding of networks and networking components
• Exposure to the full development lifecycle is an asset
• Strong customer service mindset
• Excellent organizational, communication, and time management skills

MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual's status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants

The Successful Applicant

A successful candidate is a detail‑oriented problem solver with strong hands‑on experience in application support, capable of troubleshooting complex systems and maintaining performance under SLAs. They are collaborative, proactive, and customer-focused, with the ability to work independently, manage priorities, and continuously learn new technologies.

What's on Offer

• Opportunity to work with modern technologies (Java, OpenShift, monitoring tools)
• Exposure to business-critical systems across Travel and Roadside domains
• Skill growth in troubleshooting, system integration, and production support
• Cross-functional collaboration with business teams, IT, and vendors
• On-call and hands-on experience building ownership and problem-solving skills